Microsoft for Startups partner Commerce.AI aims to change the way commerce is done
Headquartered in Sunnyvale, California, with offices in Germany, Japan, and India, Commerce.AI harnesses the power of generative artificial intelligence to automate and accelerate business decisions at scale. Its flagship product, Commerce.AI auto-MATE, is powered by Azure OpenAI, transactable via the Azure Marketplace, Microsoft Azure Consumption Commitment (MACC) eligible, and integrates with other Microsoft products and technologies, including Dynamics 365, Teams, and Power BI.
The Commerce.AI auto-MATE framework was created to address the limitations of traditional AI models in enterprise contact center scenarios. These traditional methodologies, including sentiment analysis and topic modeling, often provide only a surface-level understanding of customer interactions. The techniques identify broad patterns or sentiments but lack the precision and nuance to understand deeper intricacies and underlying themes inherent in customer conversations. For instance, sentiment analysis could identify a customer was unhappy, but it could not provide detailed context about why they were unhappy or offer actionable insights on how to address the issue.
Built using Azure OpenAI generative AI services, the Commerce.AI auto-MATE framework is not just an incremental improvement but rather a transformative leap that bridges the gap between traditional AI methodologies and the needs of the modern business world. The solution provides a host of applications to improve contact center processes and agent experience. These include after-call work reduction, automated QA of all interactions, centralized reporting, comprehensive call analytics, and after-interaction voice surveys. Commerce.AI estimates its customers see up to a 30 percent to 50 percent increase in productivity from the automation of after-call tasks and the ability to export data to Genesys Cloud, Dynamics 365, Power BI, and other leading business applications.